Refund policy

RETURN & REFUND POLICY 

 
At Hygiene Hero, customer safety, product integrity, and customer satisfaction are important to us. Because many of our products are intended for intimate and personal use, special return restrictions apply to protect the health and safety of all customers. 

Please review this Return & Refund Policy carefully before placing an order. 

 

Return Eligibility 

If you change your mind, you may request a return within fourteen (14) calendar days after delivery, subject to the terms and conditions outlined in this policy. 

To be eligible for a return, products must: 

  • Be returned in their original condition; 

  • Be unused and undamaged; 

  • Include all original packaging and components; 

  • Meet the hygiene and inspection requirements described below. 

All returns are subject to inspection upon receipt. 

Due to the intimate nature of our products, products that have been opened or used are not eligible for return or refund. 

This policy applies to all products with the exception of our deodorants.  

For the safety of our customers, Hygiene Hero does not resell any returned intimate care products. 

 

Defective or Damaged Products 

If you receive a product that is defective or damaged during transit, please contact our Customer Support Team promptly upon receipt of your order. 

We may request photographs or additional information to evaluate the issue. 

If we determine that the product was defective or damaged prior to delivery, we may, at our discretion: 

  • Replace the product; 

  • Issue a refund; or 

  • Provide another appropriate resolution. 

Return Shipping Costs 

Return shipping costs are the responsibility of the customer unless the return is due to: 

  • A product defect; 

  • A shipping error made by Hygiene Hero; or 

  • Damage occurring during transit. 

Customers may use any shipping carrier or service of their choice when returning eligible products. 

To avoid processing delays, please include: 

  • Your name; 

  • Your order number; and 

  • The email address associated with the order 

inside the return package. 

We recommend using a trackable shipping service, as Hygiene Hero is not responsible for returned packages lost during transit. 

 

Inspection of Returned Products 

All returned products are inspected upon receipt. 

Inspection is typically completed within seven (7) business days after the returned product is received. 

During inspection, we evaluate whether the product: 

  • Remains sealed where applicable; 

  • Is unused; 

  • Is undamaged; 

  • Has not been contaminated; 

  • Meets all eligibility requirements outlined in this policy. 

We reserve the right to reject any return that fails inspection. 

 

Refund Processing 

If a returned product passes inspection and qualifies for a refund, the refund will be issued to the original method of payment. 

Please note that while refunds are processed promptly after approval, your bank, credit card company, or payment provider may require additional time to post the refund to your account. 

Processing times vary by financial institution. 

Original shipping charges are generally non-refundable unless required by applicable law or where the return is due to a product defect, shipping error, or damage during transit. 

 

Non-Refundable Situations 

Refunds will not be issued for products that: 

  • Have been opened, used, or partially used; 

  • Are returned in damaged condition due to misuse, lack of care, mishandling, accident, abuse, or abnormal use; 

  • Are contaminated or altered; 

  • Fail inspection; 

  • Were damaged after delivery by the customer; 

  • Are lost due to an incorrect or incomplete shipping address provided by the customer. 

European Union Consumers 

If you are a consumer residing in the European Union, you may have a legal right to withdraw from your purchase within fourteen (14) calendar days after receiving your order, subject to applicable law. 

However, pursuant to applicable EU consumer protection regulations, the right of withdrawal does not apply to intimate care products.  

Accordingly, all of our products with the exception of deodorants are not eligible for return or refund. 

To exercise your right of withdrawal for eligible products : 

  • You must notify us of your decision within fourteen (14) calendar days of receiving your order; and 

  • You must return the products in accordance with this policy. 

Customers are responsible for return shipping costs unless otherwise required by applicable law. 

Contact Us 

If you have questions regarding returns, refunds, or damaged products, please contact: 

Hygiene Hero Customer Care 

Email: cs@hygiene-hero.com 

Website: www.hygiene-hero.com 

Please include your order number in all communications so that we can assist you more efficiently.